Case Manager

The Case Manager will play a key role in managing end-to-end processing of Advance Tax Ruling (ATR) applications. The role ensures that cases are administered efficiently, transparently, and in accordance with the tax authority’s governance, service level, and confidentiality standards. The postholder will be responsible for intake, triage, coordination, and quality control throughout the ruling lifecycle, contributing to the credibility and consistency of the ATR regime.

Key responsibilities

1) Intake and triage

· Receive ruling applications through the designated channels and formally acknowledge receipt.

· Verify eligibility and completeness against published requirements and checklists.

· Conduct initial risk and sensitivity screening, identifying any conflicts of interest or independence concerns.

· Classify each request by type and route it to the relevant review team.

2) Case setup and file control

· Create case records in the case management system and assign tracking IDs.

· Maintain the master case file, correspondence log, evidence register, document versions, and access rights.

· Apply document naming, access and retention protocols in accordance with internal policy.

3) Coordination and timeline management

· Develop and circulate case plans with milestones and service level targets.

· Coordinate committee reviews, technical meetings, and taxpayer communications.

· Monitor progress, identify dependencies and escalate delays or bottlenecks promptly.

4) Stakeholder communication

· Act as the single point of contact for applicants on process, timelines, and required information.

· Draft clear and accurate correspondence, including information requests and meeting notes.

· Ensure all communications are aligned with published guidance.

5) Quality and documentation

· Conduct completeness and quality check on all applications and supporting documentation.

· Ensure analytical memos, meeting minutes, and draft rulings adhere to approved templates and standards.

· Prepare final case dossiers for decision-making, including summary of issues and decision registers.

6) Decision issuance and closure

· Coordinate internal sign-offs, apply document controls, and record final decisions on rulings.

· Manage notifications to applicants and internal stakeholders.

Oversee the publication process for rulings, ensuring appropriate redaction and sanitization.

7) Governance and reporting

· Track aged cases, Service Level Agreement compliance, and recording reasons for any delays caused in the process.

· Provide support in conducting audits and periodic reviews of archived rulings.

· Identify and propose process improvements and updates.

8) Data, IT, and confidentiality

· Maintain accurate case metadata for reporting and analytics.

· Enforce confidentiality and data protection requirements, flagging issues for escalation.